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Freshdesk-Ticket.
Macha AI dockt als Seitenleiste neben Ihren Freshdesk-Tickets an. Antworten entwerfen, Nachrichten übersetzen, Daten nachschlagen und am Ticket handeln, ohne den Agenten-Workspace zu verlassen.
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Ticket #4821 · Offen · Priorität: Normal
Wo ist meine Bestellung? #20831
Antonio R. · vor 14 Minuten
Ciao, ho ordinato la settimana scorsa e non ho ancora ricevuto nulla. Numero d'ordine 20831. Puoi aiutarmi?
Freshdesk-Ticket #4821
Vor 14 Minuten eröffnet
Betreff
Wo ist meine Bestellung? #20831
Tags
Kunde
Antonio R. · 3 frühere Tickets
Es liest das Ticket, bevor Sie tippen.
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Der ganze Verlauf, nicht nur die letzte Nachricht
Jede Nachricht des Tickets in der richtigen Reihenfolge, interne Notizen eingeschlossen — damit die Antwort dort ansetzt, wo das Gespräch tatsächlich stehen geblieben ist.
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Kundendaten und Ticket-Felder
Anfragender, Tags, Status, Priorität und benutzerdefinierte Felder kommen mit dem Ticket, sodass die Antwort bereits weiß, mit wem sie spricht.
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Ihre Knowledge Base, automatisch durchsucht
Antworten stützen sich auf Ihre eigenen Knowledge Base-Artikel und bereits gelöste Tickets — nicht auf das, woran sich das Modell zufällig erinnert.
Entwerfen, übersetzen, nachschlagen.
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Antworten in Ihrer Tonalität
Entwürfe folgen Ihrer Tonalität und Ihren Makros. Ändern Sie alles vor dem Absenden — nichts erreicht den Kunden ohne Sie.
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Jede Sprache, in beide Richtungen
Lesen Sie eine eingehende Nachricht in Ihrer Sprache und antworten Sie in der des Kunden — im selben Ticket, ohne zweites Tool.
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Echte Abfragen statt Vermutungen
Bestellstatus, Abo-Status, Kontoverlauf — live aus Ihren verbundenen Tools geholt, während Sie im Ticket bleiben.
Antwortvorschlag
Auf Basis Ihrer Knowledge Base
Hallo Antonio, danke für Ihre Geduld. Ihre Bestellung 20831 wurde am 12. Juli versandt und ist heute in Zustellung — sie sollte bis 18 Uhr ankommen. Falls nicht, antworten Sie hier und ich hake sofort beim Zusteller nach.
So funktioniert der Freshdesk-Copilot
Freshdesk-Ticket #4821
Wo ist meine Bestellung? #20831
Antonio R. · vor 14 Minuten
Liest das Ticket
Öffnen Sie ein beliebiges Freshdesk-Ticket und die Seitenleiste übernimmt Verlauf, Kunde und Felder — ohne Copy-and-paste.
Freshdesk
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Ihre Agenten können Ihre Knowledge Base durchsuchen und die verbundenen Tools aufrufen, sodass die Antwort auf Live-Daten beruht.
Handelt am Ticket
Antwort posten, interne Notiz ergänzen, Tags und Status setzen — aus der Seitenleiste heraus, ohne den Tab zu wechseln.
In unter einer Minute installiert.
Es ist eine Chrome-Erweiterung: In Freshdesk muss nichts ausgerollt werden und es ist keine Admin-Freigabe abzuwarten. Installieren, anmelden, und beim nächsten Ticket ist sie da.
Zu Chrome hinzufügen
Zu Chrome hinzufügen
Installieren Sie Macha AI aus dem Chrome Web Store. Funktioniert in Chrome und jedem Chromium-Browser — Edge, Brave, Arc.
Erweiterung anheften
Heften Sie sie an die Symbolleiste, damit die Seitenleiste aus jedem Freshdesk-Ticket einen Klick entfernt ist.
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Ticket öffnen
Öffnen Sie ein Ticket in Freshdesk und die Seitenleiste übernimmt den Kontext von selbst. Mehr Einrichtung gibt es nicht.
Was Agenten in Freshdesk tun.
Der Copilot antwortet auf dem Ticket vor Ihnen. Dieselben Agenten laufen auch eigenständig — dafür setzen Teams sie in Freshdesk ein.
Auto-resolve ticket inquiries via Freshdesk
When a new Freshdesk ticket comes in, Macha reads the customer's message, searches your knowledge base and help articles for the best answer, and replies with a clear resolution — no agent needed. Handles common questions end-to-end on Freshdesk, freeing your team to focus on complex issues that require a human touch.
Triage and route Freshdesk tickets by topic
When a new ticket arrives in Freshdesk, Macha reads the content, determines the topic and urgency, assigns the appropriate priority level, and routes it to the correct agent group — all in seconds. Eliminates manual triage on Freshdesk and ensures every ticket reaches the right team from the start, reducing response times.
Add internal notes with context on Freshdesk tickets
When a Freshdesk ticket is updated, Macha pulls relevant context — customer history, related tickets, and past interactions — and adds a detailed internal note so the agent has everything they need. Gives agents instant context without manual research, speeding up resolution and improving the quality of responses.
Handle Freshdesk ticket escalations automatically
When a Freshdesk ticket priority changes to urgent, Macha gathers the full ticket context, searches knowledge base articles for relevant information, adds a detailed summary note, and notifies the team in Slack. Ensures escalated tickets are handled quickly with complete context, and the right people are alerted immediately.
Fragen zum Freshdesk-Copiloten.
Kurze Antworten. Fehlt etwas, fragen Sie uns — wir sagen es Ihnen klar.
Nicht auf Freshdesk?
Derselbe Copilot funktioniert auf den anderen Helpdesks — und auf jeder anderen Seite in Ihrem Browser.
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The application seems excellent to me! We are still testing, and we need support for some details and they were extremely efficient too!
Daniela Costa
Head of Support, Seabra
Macha has been a great addition to our support toolkit. It generates clear, well-organized responses that fit naturally into our workflow. One feature we particularly appreciate is its ability to automatically reply in the same language as the ticket.
Marius F
Support Head, Zentana
We've been using Macha for a little while now and it's been really great addition so far! It's powerful, convenient, and makes getting work done a lot easier for our agents.
Alexander Wedén
Head of Support
Support team is very helpful and responsive. Really enjoy how lightweight this is within Zendesk itself vs other more intrusive tools.
Cathleen Wright
Zendesk Admin, Cortex IO
So far it's pretty good! Our queries are a little nuanced, so we can't always use it, but it's got enough utility for us. It can even incorporate our bilingual country with greetings in a second language.
Jae Oliver
Head of Support, Wise
Really enjoying using Macha, it has made a noticeable difference to our support team in a short amount of time. I really like the ticket summary feature, saves us a lot of time.
Harry Jackson
Head of Support, Crumb
Macha AI is a great addition to my workspace! It's powerful, convenient, and it really makes productivity so much easier for our agents!
Dave G
Head of Support, Cyber Power Systems
Very impressed! AI integration for Zendesk has certainly come a long way and Macha seems to set the standard for now. This will for sure save lot of time in our support team.
Pauli Juel
Head of CS, Dokument24
Macha has been working great for us so far! The auto-responses are accurate and our resolution time has dropped significantly.
Lana T
Zendesk Admin, Swotzy
Macha AI is a great addition. The knowledge base feature means our agents always have the right answers at their fingertips.
Mischa Wolf
Head of Support, Topi
We're enjoying this integration so far. It's made our support team more efficient and our customers get faster responses.
Paula G
Head of Customer Support, Xly Studio
The team enjoys using it. It saves considerable time on common questions and the integration options are excellent.
Kilian Leister
Support Head, Didriksons
The application seems excellent to me! We are still testing, and we need support for some details and they were extremely efficient too!
Daniela Costa
Head of Support, Seabra
Macha has been a great addition to our support toolkit. It generates clear, well-organized responses that fit naturally into our workflow. One feature we particularly appreciate is its ability to automatically reply in the same language as the ticket.
Marius F
Support Head, Zentana
We've been using Macha for a little while now and it's been really great addition so far! It's powerful, convenient, and makes getting work done a lot easier for our agents.
Alexander Wedén
Head of Support
Support team is very helpful and responsive. Really enjoy how lightweight this is within Zendesk itself vs other more intrusive tools.
Cathleen Wright
Zendesk Admin, Cortex IO
So far it's pretty good! Our queries are a little nuanced, so we can't always use it, but it's got enough utility for us. It can even incorporate our bilingual country with greetings in a second language.
Jae Oliver
Head of Support, Wise
Really enjoying using Macha, it has made a noticeable difference to our support team in a short amount of time. I really like the ticket summary feature, saves us a lot of time.
Harry Jackson
Head of Support, Crumb
The application seems excellent to me! We are still testing, and we need support for some details and they were extremely efficient too!
Daniela Costa
Head of Support, Seabra
Macha has been a great addition to our support toolkit. It generates clear, well-organized responses that fit naturally into our workflow. One feature we particularly appreciate is its ability to automatically reply in the same language as the ticket.
Marius F
Support Head, Zentana
We've been using Macha for a little while now and it's been really great addition so far! It's powerful, convenient, and makes getting work done a lot easier for our agents.
Alexander Wedén
Head of Support
Support team is very helpful and responsive. Really enjoy how lightweight this is within Zendesk itself vs other more intrusive tools.
Cathleen Wright
Zendesk Admin, Cortex IO
So far it's pretty good! Our queries are a little nuanced, so we can't always use it, but it's got enough utility for us. It can even incorporate our bilingual country with greetings in a second language.
Jae Oliver
Head of Support, Wise
Really enjoying using Macha, it has made a noticeable difference to our support team in a short amount of time. I really like the ticket summary feature, saves us a lot of time.
Harry Jackson
Head of Support, Crumb
Macha AI is a great addition to my workspace! It's powerful, convenient, and it really makes productivity so much easier for our agents!
Dave G
Head of Support, Cyber Power Systems
Very impressed! AI integration for Zendesk has certainly come a long way and Macha seems to set the standard for now. This will for sure save lot of time in our support team.
Pauli Juel
Head of CS, Dokument24
Macha has been working great for us so far! The auto-responses are accurate and our resolution time has dropped significantly.
Lana T
Zendesk Admin, Swotzy
Macha AI is a great addition. The knowledge base feature means our agents always have the right answers at their fingertips.
Mischa Wolf
Head of Support, Topi
We're enjoying this integration so far. It's made our support team more efficient and our customers get faster responses.
Paula G
Head of Customer Support, Xly Studio
The team enjoys using it. It saves considerable time on common questions and the integration options are excellent.
Kilian Leister
Support Head, Didriksons
Macha AI is a great addition to my workspace! It's powerful, convenient, and it really makes productivity so much easier for our agents!
Dave G
Head of Support, Cyber Power Systems
Very impressed! AI integration for Zendesk has certainly come a long way and Macha seems to set the standard for now. This will for sure save lot of time in our support team.
Pauli Juel
Head of CS, Dokument24
Macha has been working great for us so far! The auto-responses are accurate and our resolution time has dropped significantly.
Lana T
Zendesk Admin, Swotzy
Macha AI is a great addition. The knowledge base feature means our agents always have the right answers at their fingertips.
Mischa Wolf
Head of Support, Topi
We're enjoying this integration so far. It's made our support team more efficient and our customers get faster responses.
Paula G
Head of Customer Support, Xly Studio
The team enjoys using it. It saves considerable time on common questions and the integration options are excellent.
Kilian Leister
Support Head, Didriksons
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